Senior Analyst Complaints Operations Support

You will own UK member and non-member complaints from investigation through fair resolution. You will identify root causes, communicate professionally across channels, produce compliant final response letters, and support vulnerable customers. You will work with Operations, Compliance, and Product to resolve cases, identify systemic issues, and maintain required quality and productivity standards.

Responsibilities

• Own complaints from start to finish
• Investigate complaints and identify root causes
• Communicate with complainants to resolve cases professionally and promptly
• Collaborate with relevant departments to prevent future complaints
• Maintain productivity and quality levels
• Manage multiple complaints through fair resolution in line with FCA DISP rules and internal policies
• Ensure responses meet FOS and FCA requirements
• Conduct root-cause analysis and recommend process improvements
• Draft clear and compliant final response letters
• Identify and support vulnerable customers
• Liaise with Operations, Compliance, and Product teams

Requirements

• Experience handling UK financial complaints in a regulated environment
• Understanding of financial products and the UK regulatory landscape, including FCA, FOS, and Treating Customers Fairly
• Experience in a startup or fast-paced FinTech environment is desirable
• Proficiency with Google Workspace, Slack, Confluence, Looker, and Jira
• Certificate in Complaint Handling from the Chartered Banker Institute is desirable
• Professional Banker Certificate is desirable

Benefits

• Health insurance for self and family
• Term and life insurance
• OPD benefits
• Mental wellbeing support through Plumm
• Learning and development budget
• WFH setup allowance
• 15 days of privilege leave
• 12 days of casual leave
• 12 days of sick leave
• 3 paid days off for volunteering or L&D activities